Development Support Engineer

Summary:

In this role, you will provide technical triage, production diagnostics, and operational support across Vizient’s core platforms and key business application domains. You will improve incident response effectiveness, restoration speed, escalation quality, stakeholder communication, Root Cause Analysis (RCA) follow-through, operational stability, and recurring incident reduction. You will partner closely with Engineering, Product, Infrastructure, and business teams to diagnose production issues, mature operational processes, and strengthen platform reliability across Vizient products.

Responsibilities:

• Investigate production issues involving logs, SQL/data patterns, failed jobs, alerts, workflows, APIs, integrations, reporting, access, configuration, and application behavior.
• Analyze platform dependencies, workflows, monitoring events, and system health indicators to identify suspected causes and resolution paths.
• Identify workarounds, ownership paths, escalation readiness, and supportable resolution options.
• Perform Tier 2 triage for production incidents.
• Create evidence-based escalation summaries and handoffs for Product Engineering, Platform Engineering, or Data Engineering teams.
• Improve incident intake quality, classification accuracy, ownership clarity, and stakeholder communication.
• Develop and maintain runbooks, Standard Operating Procedures (SOPs), known error articles, diagnostic checklists, and support documentation.
• Support Root Cause Analysis (RCA) documentation, Problem Records, corrective action tracking, and recurring incident reduction initiatives.
• Partner with Product, Engineering, Operations, Support teams, and business stakeholders to improve operational stability and support processes.
• Reduce avoidable escalations and recurring production issues through improved diagnostics, documentation, and operational follow-through.

Qualifications:

• Relevant degree preferred.
• 2 or more years of relevant experience required.
• Experience in application support, production support engineering, software engineering, DevOps, Site Reliability Engineering (SRE), technical systems analysis, monitoring and observability instrumentation, or technical product support required.
• Strong troubleshooting, SQL/data analysis, log analysis, stack trace analysis, monitoring review, and technical documentation skills required.
• Experience supporting enterprise applications, cloud-hosted services, integrations, APIs, reporting platforms, or data-driven systems required.
• Strong verbal and written communication skills with the ability to communicate technical issues clearly to technical and non-technical audiences required.
• Experience with Databricks, Azure, Spark, data pipelines, observability tools, ServiceNow, Azure DevOps, Python, Splunk, Datadog, or Application Insights preferred.
• Familiarity with ITSM/ITIL processes, Incident Management, Problem Management, Root Cause Analysis (RCA), corrective action preventative action, or known error management practices preferred.
• Experience leveraging AI-assisted tools and technologies to improve operational support, incident diagnostics, troubleshooting efficiency, documentation generation, or workflow automation preferred.
• Experience supporting healthcare technology, analytics platforms, enterprise SaaS platforms, or data-driven systems preferred.

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